E-commerce Customer Service Representative – Nidecker Group

E-commerce Customer Service Representative - Nidecker Group

About The Job 

Nidecker Group is seeking a full-time E-commerce Customer Service Representative for the brands etnies, ThirtyTwo, éS, and Emerica. This role is the main point of contact for customers of all brands. 

The Ideal E-commerce Customer Service Rep prides themselves on their excellent customer service skills as well as efficiency in performing tasks independently in a fast-paced environment. This person must be able to implement and uphold our policies and procedures, solve issues quickly, work efficiently, and be able to respond to customer inquiries in a timely manner while offering exceptional customer service. 

This role can include tasks related to customer retention marketing, digital marketing, Amazon order processing and management, e-commerce site management and operations, seasonal product data loads and maintenance, site merchandising, coordination of asset creation and customer service management. 

Tasks 

• Manage a large amount of incoming phone calls, emails and chat messages related to product inquiries, warranty claims and E-commerce in a professional, timely manner
• Process sales orders, returns, refunds, and defects
• Work with logistics and carriers to correct any shipping issues
• Reimburse customers for any short shipment orders
• Approve/ decline possible fraud orders put on hold by our system
• Update customer service pages on the websites to reflect correct policies and procedures
• Assist E-commerce Customer Service Lead with any other tasks or issues

Requirements 

• Experience with Netsuite, Shopify and a CRM a plus
• 2+ years of relevant industry work experience, preferably in action sports retail/e-commerce
• Able to type 60 words per minute
• Knowledge of products, as well as the skate and snowboard industry a plus
• Excellent written and verbal communication skills
• Ability to multi-task, prioritize, and work under pressure
• Ability to work in a multi-brand environment
• Must be available during peak season, October through January